Account Management Advisor

About the role

Elevation Connect delivers a very different contact center experience. We are a customer service and sales company powered by incredibly talented people who are knowledgeable and passionate, and who respond with authentic care for our customers. Our exceptional team members are inspired by our commitment to helping surrounding communities through our "Performance for Purpose" philanthropic model.

Responsibilities

• Answer inbound calls, respond to emails, troubleshoot issues with devices
• Provide exceptional account management and high-quality customer service while assisting with replacing devices, adding/removing, and renewing lines of service
• Maintain expert knowledge of all products, services, reference documents, and processes at a department and client specific level
• Maintain accurate, thorough records of incoming and outgoing customer communications
• Escalate calls to appropriate parties as needed to complete a case
• Provide support including account review, troubleshooting, and documenting
• Provide timely resolution of problems or escalation on behalf of end users to appropriate next level of personnel in alignment with established service level agreements (SLAs)
• Support and maintain effective relationships with End Users and Direct Customers
• Maintain and update records in tracking databases within established SLAs
• Work in tandem with the Sales team

Requirements

• High School Diploma or GED (Some College preferred)
• Excellent communication skills (verbal and written)
• Positive attitude
• Customer focused and results-oriented
• Strong attention to detail
• Time-management skills
• Self-motivated
• Ability to handle change and multiple responsibilities
• Empathy
• Excellent digital navigation skills
• Previous help desk or call center experience preferred

Technology Requirements

• PC: Dual Core CPU (1.5GHz or better), 8GB RAM, 20GB Free Disk space, Windows 8.1 or 10
• Mac: Intel Core i7, 2.3 Ghz, 8GB RAM, Mavericks OS X version 10.9, Yosemite OS X version 10.10, El Capitan OS X version 10.11, or Sierra OS X version 10.12
• Chromebooks and Linux systems are not supported
• High-speed internet connection should support at least 10Mbps download and 2Mbps upload (20Mbps down and 5Mbps upload or higher recommended)
• Latency from agent to data center should be under 150ms one-way
• Wireless connections (wifi) are not supported. Agents should be directly connected to their ISP router through an Ethernet cable
• Wired USB headset, camera, and smartphone (for security ID only) required

Schedule

• Training conducted virtually Monday-Friday from 8:30am to 5:00pm MST
• Hours scheduled between 8:00am-5:00pm MST, Monday-Friday. Must be available to work any time within this schedule

Pay

$14 per hour